Operations & Program Manager, Customer Success

1Password is growing faster than ever. We’ve surpassed $400M in ARR and we’re continuing to accelerate, earning a spot on the Forbes Cloud 100 for four years in a row and teaming up with iconic partners like Oracle Red Bull Racing and the Utah Mammoth.

About 1password

At 1Password, we’re building the foundation for a safe, productive digital future. Our mission is to unleash employee productivity without compromising security by ensuring every identity is authentic, every application sign-in is secure, and every device is trusted. We innovated the market-leading enterprise password manager and pioneered Extended Access Management, a new cybersecurity category built for the way people and AI agents work today. As one of the most loved brands in cybersecurity, we take a human-centric approach in everything from product strategy to user experience. Over 180,000 businesses, from Fortune 100 leaders to the world’s most innovative AI companies, trust 1Password to help their teams securely adopt the SaaS and AI tools they need to do their best work.

If you're excited about the opportunity to contribute to the digital safety of millions, to work alongside a team of curious, driven individuals, and to solve hard problems in a fast-paced, dynamic environment, then we want to hear from you. Come join us and help shape a safer, simpler digital future.

As an Operations & Program Manager, Customer Success on our Customer Experience (CX) team, you will drive the programs, and operational frameworks that elevate how we engage, retain, and grow our customers. You’ll lead some of our most strategic initiatives, strengthening customer discovery practices, optimizing AI-powered handoffs, strengthening forecasting rigor across the Success organization, enhancing our renewals motion, and contributing to smarter territory planning.

In this role, you’ll turn strategic Customer Success goals into repeatable programs, workflows, and enablement that help CSMs deliver value consistently across the entire customer lifecycle. Reporting to the Senior Manager of CX Operations, you’ll partner closely with Customer Success Managers, Account Specialists, Sales, Support, and Operations to ensure the team is positioned to drive adoption, mitigate risk, and influence revenue outcomes.

Your ability to connect strategy with day-to-day operations will help create a mature, data-driven Customer Success motion that supports retention and growth targets. This role is ideal for someone who thrives in high-impact initiatives at the intersection of customer lifecycle management, operational excellence, and scaled program development, and who is motivated by building processes that help Customer Success teams deliver meaningful outcomes.

What To Expect

DRIVE AND SCALE CUSTOMER SUCCESS PROGRAMS

• Build and refine frameworks that support consistent, high-quality customer discovery and executive-level engagements, ensuring teams have the templates, insights, and workflows needed to drive strategic value conversations.
• Design, optimize, and maintain AI-supported handoff workflows across Sales, Implementation, and Customer Success to ensure customer context is seamlessly captured, enriched, and actionable.

STRENGTHEN FORECASTING, RENEWALS, AND LIFECYCLE MANAGEMENT

• Lead improvements in forecasting accuracy by developing processes, dashboards, and operational guidance that help Success teams identify risk, surface expansion opportunities, and accurately signal renewal likelihood.
• Partner with the Renewals organization to evolve renewal workflows, streamline processes, and support a consistent and predictable renewal experience for customers.
• Map and enhance workflows across onboarding, adoption, risk management, expansion, and renewal to remove friction, improve cross-functional alignment, and drive better customer outcomes.

SUPPORT STRATEGIC PLANNING & TERRITORY ALIGNMENT

• Translate planning outputs into operational processes and documentation that ensure alignment across GTM teams.

LEAD TOOLING OWNERSHIP & CROSS-FUNCTIONAL EXECUTION

• Serve as the operational and technical owner for key Customer Success systems ensuring they are configured to support lifecycle needs and integrated smoothly across the GTM ecosystem.
• Act as the primary liaison with TechOps, leading the intake, prioritization, coordination, and successful completion of tooling changes required to support Customer Success processes and programs.
• Evaluate system usage, operational performance, and customer lifecycle data to guide continuous improvements, identify automation opportunities, and scale high-impact workflows.

DRIVE READINESS, ENABLEMENT & CHANGE MANAGEMENT

• Develop (and partner with Sales Enablement when required) to lead rollout plans, communications, training, and change-management strategies to ensure organization-wide adoption of new tools, processes, and Customer Success programs.
• Create and maintain documentation, playbooks, and resources that enable consistent execution across Customer Success, Sales, and broader CX teams.

STAY AHEAD OF INDUSTRY BEST PRACTICES

• Monitor emerging trends and innovations in Customer Success operations, (including, AI-assisted workflows, forecasting methodologies) making recommendations that elevate operational maturity and support scalable growth.

What We're Looking For

• 6+ years of experience in Customer Success operations, revenue operations, customer onboarding, or an adjacent field, ideally with exposure to forecasting, renewals, or scaled program management.
• Strong understanding of the customer lifecycle, including adoption, risk management, expansion, and renewal motions.
• Proven ability to optimize operational processes, create scalable frameworks, and identify gaps or inefficiencies within CS or broader GTM environments.
• Experience collaborating with cross-functional partners (Customer Success, Account Management, Sales, Support, Product, Operations) to ensure alignment across the customer journey.
• Demonstrated success managing CS-related initiatives such as EBR program creation, handoff improvement, renewals workflows, or forecasting operations.
• Proficiency with data analysis and metrics tracking to surface trends, assess performance, and inform decision-making.
• Excellent communication and collaboration skills, able to work effectively across technical and non-technical teams.
• Comfortable operating in fast-changing environments with evolving priorities.
• Experience with enablement (playbooks, documentation, training materials) is a strong plus.

USA-based roles only: The annual base salary for this role is between $122,000 USD and $166,000 USD, plus immediate participation in 1Password's benefits program (health, dental, 401k and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.

Canada-based roles only: The annual base salary for this role is between $111,000 CAD and $150,000 CAD, plus immediate participation in 1Password’s generous benefits program (health, dental, RRSP and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.

At 1Password, we approach each individual's compensation with a promise of fair market value and internal equity commensurate with experience and specific skill set.

Our Culture

At 1Password, we prioritize collaboration, clear and transparent communication, receptiveness to feedback, and alignment with our core values: keep it simple, lead with honesty, and put people first.

You’ll be part of a team that challenges the status quo, and is excited to experiment and iterate in search of the best solution. That said, 1Password is not for everyone https://blog.1password.com/inside-the-culture-powering-1passwords-next-chapter/. Our work is demanding, we strive for excellence, and the pace is fast. We need people who are keen to take on challenging problems, who seek feedback to grow, and who are driven to make an impact. If you're looking for a place where you can settle into a comfortable routine, this might not be the right fit for you. We’re looking for individuals who are proven experts in their fields, as well as those who are highly adaptable, can thrive in ambiguity and through change, are curious, and above all deliver results.

We are committed to leveraging cutting-edge technology—including AI—to achieve our mission. We also understand that thinking critically about AI in its current forms will help us create better solutions for our customers and ourselves with its future forms, which will help us continue to close the gap between security and privacy and achieve our mission. We want team members at all levels to take the approach of actively learning AI best practices, identifying opportunities to apply AI in meaningful ways, and driving innovative solutions in their daily work. Embracing the future of AI isn't just encouraged at 1Password—it's an essential part of how we will be successful at 1Password.

Our approach to remote work

We believe in the power of remote work, but recognize that in-person connection is important to help us achieve our mission. While we are a remote-first company, travel for in-person engagement is a part of almost all roles, and we require our employees to be ready and willing to take part. Frequency will depend on role and responsibilities, and may include, but is not limited to: annual department-wide offsites, team meetings, and customer/industry events.

What We Offer

We believe in working hard, and rewarding that hard work through our benefits. While not an exhaustive list, here is a glance at what we currently offer:

Health and wellbeing

👶 Maternity and parental leave top-up programs

🩺 Competitive health benefits

🏝 Generous PTO policy

Growth and future

📈 RSU program for most employees

💸 Retirement matching program

🔑 Free 1Password account

Community

🤝 Paid volunteer days

🏆 Peer-to-pe